Dealing with Difficult Customers
AIM:
To equip delegates with skills and confidence to be able to challenge inappropriate behaviour in an assertive and safe manner, and to be able to calm an angry person.
WHO SHOULD ATTEND:
This course is designed specifically for receptionists and administrative staff. Maximum number of delegates – 20.
DURATION:
Half or one day.
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Further Details
CONTENT:
• Group discussions of what situations that are difficult to
handle
• Recognising the early warning signals of impending
aggressive behaviour
• How to remain in control in the face of aggressive
behaviour
• How controlling body language, voice and the use of
space can exert a positive influence on people
• The use of assertive techniques in being able to
challenge inappropriate behaviour and gain compliance
with your requests
• Identifying a range of skills used to calm angry people
• Action planning – What can be done to improve the
environment or emergency response systems available
to you
BENEFITS:
Reduced risk of litigation
Improved safety of staff
Increased confidence of staff in dealing with aggression
Improved customer service
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
